Essential Telephone Selling Skills
Overview
This
course develops communication skills so delegates can build rapport with their
customers and develop excellent working relationships. The course teaches
delegates an understanding of the sales process and equips them with the skills
they require to identify business opportunities and sell effectively. 
Target Audience
Any individuals who interact with customers over the phone and would like to develop their selling skills.
Outcomes
- To understand Telephone Etiquette
- To understand objectives of customer interaction
- To set SMART objectives
- To build rapport through call introduction
- To identify needs through probing and listening to customer
- To present benefits to meet customer needs
- To close and agree follow-up
- To handle objections
- To analyse the sales call
Course Contents
The contents may include the following topics:
- Do’s and Don’ts of interacting with customers on the phone
- Objectives of customer interaction
- Customer intention
- SMART objective setting
- Sales call introduction
- Customer Needs
- Identifying Needs
- Listening Skills
- Presentation of Benefits
- Closing Skills
- Objection Handling
- Post-call analysis
- Customised role-plays to practice the different stages of the sales call